The Directorate General of Civil Aviation in Kuwait launched a new Sahel app service that allows passengers to report airline delays / Photo: File
Air travelers in Kuwait can now report flight delays, cancellations, refund disputes and baggage issues directly through the government’s Sahel app, as the country’s aviation regulator seeks faster handling of complaints and stronger protection for passengers.The Directorate General of Civil Aviation in Kuwait announced this step, noting that the digital service simplifies the process of submitting complaints and improves communication between passengers, airlines and travel authorities.According to the DGCA, travelers can use the Sahel platform to report a wide range of airline and travel-related issues, including flight delays and cancellations, refund disputes, lost or delayed baggage, reservation cancellations and schedule changes. Passengers can also file complaints related to denied boarding, reduced ticket classes, compensation claims, cruise disputes, re-routing, and even emergency situations such as returning aircraft after take-off or accidents involving injuries on board.Officials said the system is part of Kuwait’s broader digital transformation strategy, which aims to make public services faster, easier and more transparent for residents and travelers.
Kuwait Airways refund rules
The launch of the complaints feature comes at a time when refund disputes and airline service complaints are increasing across the region.Earlier this year, Kuwait’s Directorate General of Civil Aviation ordered airlines and travel agencies to issue full refunds for canceled or unused tickets within 15 business days. The guidance was provided following significant travel disruptions associated with exceptional circumstances that affected operations at Kuwait International Airport.Under the rules:
- Passengers with unused tickets are entitled to a full refund
- Passengers who use only part of their trip must receive a refund for the unused portion
- Even non-refundable tickets may be eligible for reimbursement under exceptional circumstances
Directorate General of Civil Aviation spokesman Abdullah Al-Rajhi said that measures have been taken to protect passengers’ rights and improve accountability in the aviation and travel sectors.The authority also issued instructions to travelers to upload all required supporting documents while submitting complaints to avoid delays in review.
How can Kuwaiti travelers use the Sahil application?
The Directorate General of Civil Aviation has published detailed guidelines for travelers using the platform.To successfully file a complaint, passengers must first contact the airline, travel agency or booking platform directly.
If the issue remains unresolved within the permitted period, the matter can then be escalated via Sahel.The authorities said that complaints can only be filed against airlines, travel agencies and online booking platforms operating in Kuwait. Travelers must also attach the following:
- Ticket details
- Supporting documents
- Previous correspondence with the airline or agency
- Proof regarding refunds, delays or cancellations
The complaint must be submitted either by the affected passenger or an authorized representative.For users experiencing response delays or wishing to make suggestions, the government’s Tawasul platform can also be used within the Sahel.
Other services provided by Sahil application
The latest release is part of a broader expansion of aviation-related electronic services in the Sahel region.Over the past year, Kuwaiti authorities have added several digital aviation tools, including a lost belongings service at the airport and real-time weather warning alerts through the app itself.The Lost and Found feature allows travelers to report and track lost personal belongings left at airports or on planes, while the Weather Alert system provides real-time notifications during extreme conditions.Officials say these initiatives aim to reduce paperwork, improve service efficiency and give passengers faster access to government support services.
Looking forward
Online discussions among travelers show that refund delays and communication gaps continue to be a major frustration for travelers affected by flight cancellations and disruptions.Many travelers on Reddit reported waiting weeks for airline refunds, while others shared difficulties contacting airlines or booking agents.
Some users said the new Sahel complaint option may make it easier to escalate unresolved cases directly to aviation authorities.The DGCA’s 15-working-day refund rule helped push airlines to process pending reimbursements faster, one traveler wrote, while others advised passengers to keep copies of tickets, passports and payment details ready before filing complaints.This development reflects a broader regional trend in which aviation regulators face increasing pressure to strengthen passenger rights as air travel continues to rebound and disruptions continue to impact travelers globally.